Complaints & Feedback

How we view complaints

At Self Help Housing, we understand that we may not always get everything right. We view complaints as valuable opportunities to enhance our services. We welcome feedback from all our customers and stakeholders.

How to provide feedback or make a complaint

Online: Use the contact form on our website.

Telephone: Call us at 0117 9705400.

By Post: Write to us at Self Help Community Housing Association, 12 King Square Avenue, Bristol BS2 8HU.

What happens next

If a response is required, we aim to get back to you within 5 working days.

Our complaints policy

To view our Complaints Policy and Procedure click here

The Housing Ombudsman

The Housing Ombudsman is an independent body that investigates complaints and resolves disputes between tenants and leaseholders of social landlords. Self Help Housing is voluntarily registered with The Housing Ombudsman. If we are unable to resolve your complaint through our policy and procedure, you can contact the Ombudsman at info@housing-ombudsman.org.uk or call 0300 1113000.

Housing Ombudsman Complaint Handling Code

This code ensures fair and effective complaint handling, promotes a positive complaints culture, and embeds complaint learning. Learn more about the Complaint Handling Code.

Annual review and assessment of complaints

Self Help Community Housing Association has completed its annual self-assessment for 2025-26 against the Housing Ombudsman Complaint Handling Code and has reviewed complaints performance and service improvement for the year.

The Board has reviewed and approved the self-assessment and annual complaints performance and service improvement report. The Board is satisfied that the self-assessment provides a fair and accurate assessment of SHCHA’s compliance with the Complaint Handling Code and that complaints are used as an opportunity to learn, improve services and strengthen accountability to residents.

The approved self-assessment, annual complaints performance and service improvement review, and governing body response are published here so residents and stakeholders can see how SHCHA handles complaints, what we have learned, and how we are using feedback to improve.

To view our latest annual self assessment click here

To view our latest annual complaints performance report click here